Job Information
Metropolitan State University Of Denver Service Desk Specialist (3 Positions) in Denver, Colorado
DepartmentClient Services
Applications are still being accepted for this position as we had an additional opening. Applications are accepted until all positions are filled
Position Summary Our Service Desk Specialists are the first responders to student, faculty and staff IT requests. We understand the interconnectedness of all our IT systems and services, and we excel at helping our clients navigate them. Reporting to the Service Desk Supervisor, you will provide technical support by phone, chat, and occasionally in-person. You will have your hands in many systems including Office 365, Canvas, SCCM, JAMF, and Banner, and you will work with every team within IT Services. To be at home in this position, you will promote knowledge-sharing and question-asking with your peers. Your inquisitiveness will serve you well and we want to foster your professional growth and skills in areas that interest you. We're looking for a team member that values student success by advocating for our customers and through mentorship of our student employees
Our Benefits MSU Denver's employee benefits, including health, dental and vision plans, and a generous retirement program. All professional staff receive 24 days per year each of vacation and sick time and paid parental leave up to 6 weeks. For more information on these and other Benefits, please visit our Human Resources Department website:
SUPERVISORY RESPONSIBILITIES:None
POSITION RESPONSIBILITIES 65%Technical Support
Promote a service-oriented culture with forthcoming updates, advice, and technical resolutions in conversation and writing. Maintain a caseload of tickets within the IT Service Management tool.
Perform diagnostics on devices and accounts used to access MSU Denver-supported services and make decisions following defined procedures and industry best practices. Identify workarounds and assist with investigations of underlying problems.
Troubleshoot network issues including wireless, VPN, and wired connections.
Promote new services and informational resources available to the MSU Denver community. 15%Collaboration
Mentor and on-board student employees through structured trainings, one-on-one coaching, and skills evaluations.
Stay connected with your peers on collaboration tools to share updates, monitor trends, celebrate success, and to ask and answer questions.
Become a resource for the Service Desk on 3-5 systems administered by other teams (i.e. Security, Networking, Application Services) to increase everyone's understanding and to cultivate relationships with other work units.
Identify duplicate or outmoded work processes and suggest alternate approaches
Participate in division/university-wide projects as a technical resource and to advocate for customer experience.
Participate in opportunities for professional development. 15%Technical Writing
Write and document technical solutions for publishing in the ITS knowledge base.
Conduct training to educate peers on processes and advanced technical solutions.
Write comprehensive notifications to clients from the ticketing system. 5%Other responsibilities as assigned
At the discretion of the Service Desk Manager, perform additional tasks and special projects as assigned.
QUALIFICATIONS Required Qualifications
Experience providing customer service in an information technology environment.
Experience troubleshooting and supporting MS Windows 10+ and MS Office
Experience using and supporting Mac desktop OS (13.1+). Preferred Qualifications
Bachelor's Degree from an accredited College or University.
Experience using an enterprise ticketing system
Experience troubleshooting of network connectivity issues including TCP/IP, routing, DHCP, and DNS
CompTIA A+... For full info follow application link.
Metropolitan State University of Denver is a unique, access-oriented campus community that values diversity, equity, and inc usion in all its forms. Our student population consists of nearly 50% first generation students and over 45% students of color. We are a designated Hispanic Serving Institution